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Win 7 - Unable to download troubleshooters. Please check internet connection?

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Win 7 Home Prem 32-bit

I have admin rights on my computer.

I can download the software ok but as soon as i try and run it i get the following message...

Unable to download troubleshooters. Please check internet connection?

It then terminates?

My internet connection is fine.

I use MS Security Essentials, Windows Firewall and Firefox all fully up to date

Any ideas?

I can using IE successfully download one of the troubleshooters as mentioned in this XP SP3 forum post http://social.microsoft.com/Forums/en-US/fixitcenter/thread/5684c581-19fb-48e8-9cc4-151d7cf5c009 and it works fine, however...
With regards to the 2nd paragraph if i try and open the fix it center from the start menu i get the same problem?

So still a problem for me?

Thursday, April 22, 2010 2:19 AM

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Hi,

For the message that you encountered during setup, "Unable to download troubleshooters. Please check internet connection", this does not really terminate the setup, it just failed with the troubleshooter download, but can continue on with the setup and allow the troubleshooters be downloaded at a later time.

After you have completed the setup, it should bring up the "Microsoft Fix it Center" client, the list of troubelshooters should be displayed on the first screen with a button on the right. If the button says "Run", that means the troubleshooter was downloaded and can be run, if the button says "Install", that means the troubleshooter was not yet downloaded. Could you please tell me if you could see the troubleshooters shown under "Microsoft Fix it Center" client ? For those which says "Install", are you able to download it and install ?

Thanks,

Agnes

Friday, April 23, 2010 8:08 AM
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Hello - thanks for the reply

It downloads ok but when going through the initial setup i can't seem to continue as i'm forced to click OK on the offending message and this terminates the program. So i never get as far as viewing the Fix it center client?

Friday, April 23, 2010 9:49 AM
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I get the exact same problem that you get. If anyone has a solution, that would be most helpful!

Saturday, April 24, 2010 12:44 PM
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I'm going to go out on a limb here but is this a very prematurely released piece of software!?

There appear to be many many problems, indeed i think this is causing more problems than it is meant to solve.

Solutions please

Saturday, April 24, 2010 9:59 PM
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I'm sorry about the experience that you had, the message "Unable to download troubleshooters. Please check internet connection" does not mean to terminate the setup, it should proceed with the setup and allow the troubleshooters be downloaded later in the Fix it Center client.

In order to help me to understand the issue better, it would be great if you could also provide me with some screenshots.

e.g., When you said "i'm forced to click OK on the offending message and this terminates the program. So i never get as far as viewing the Fix it center client?", could you please capture me the screenshot on which offending message that you clicked ?

From the symptom that you described, the setup program seems to be downloaded and you were unable to go through the setup successfully. If you click on the start menu "Microsoft Fix it Center", this should guide you through the setup again, if it does, please proceed again and let me know what you see. If you're seeing the same failing message, could you please capture that screenshot for me ? Then step me through the subsequent actions that you do after this message, that will be really helpful.

Thank you,

Agnes

Sunday, April 25, 2010 5:13 AM
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I am having the exact same problem trying to download and install Fix It on Windows 7 Professional 64 bit. It will not install and I get the same error message as described above.

There has to be something wrong with this software. Has anyone installed it succesfully?

Thanks,

daulthou

Sunday, April 25, 2010 8:24 AM
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Thanks for the reply again.

Would love to provide a screen shot but how do i add one here? There doesn't appear to be a button for adding a file and it won't seem to paste in?

I will describe it...

I click on Microsoft Fix It Center from the start menu. I get the same message whether i click on it via the start menu or the desktop icon.

The Microsoft Fix It Center Setup window appears and it says 'Gathering Information About Your Computer ' at the top. There is also a progress bar with Please Wait... written above it.

After about 2 seconds a popup window appears with the title Microsoft Fix It Center . The message says...

Unable to Download Troubleshooters, Please check your internet connection.

The popup window has an OK button in the bottom right corner which is all i can click on. I cannot click on anything except the OK button including the setup window behind the popup window, so when i do click on the OK button both the popup window and the Fix it center setup window behind it close. And that's where i am at right now. I can not seem to get any further through the setup process. My internet connection is fine by the way.

The solution and link kindly posted by daulthou later in this thread does not seem to apply as i do not have an Autorun.inf key in my registry settings at the place specified.

Sunday, April 25, 2010 10:30 AM
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Again, same situation for me. Here is the screen that comes up. When you hit the "OK" button, the program closes.

I'll continue to monitor this post and add useful information when / if I can, but Knookie is doing an excellent job of describing the problem. If you give me a place where I can post a screen shot, I would be happy to do so.

Monday, April 26, 2010 12:09 AM
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Sorry about not providing a place to upload the picture, and thanks all for providing the info and detail explanation, I do now understand which step is now blocking in the setup.

We're currently looking into this problem, appreciate all your help in providing the detail scenario.

Thanks,
Agnes

Monday, April 26, 2010 2:31 PM
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Here's a strange thing...

I was about to post thanks for all you're trying to do when i thought i would try it one more time and it has worked!?!?!

The only things i have added to my computer since the last time i tried it are...

Download and install the new .NET 4 framework (i previously had 3.5 i think)

Download and install SQL Server 2008 R2 Express

Download and install Visual Studio 2010 Express

I have also grabbed the latest update for CCleaner and if there were any i have Windows Update turned on.

All i need now is a problem for it to fix :)

Tuesday, April 27, 2010 5:03 AM
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@KnooKie and others who hit the "Unable to Download Troubleshooters, Please check your internet connection." error message:

Have you seen any warning and error events shown in the Application section under the Windows Logs for the MatSvc event source? To find such events,

1. Run "eventvwr.msc" from the Start menu or the Run box (with the Start-R key).

2. Expand "Windows Logs" on the left pane. Select "Application" under the expanded "Windows Logs" node.

3. Click on "Filter Current Log..." on the Actions pane on the right.

4. Select "MatSvc" from the "Event sources" dropdown box. Hit OK.

5. Select all the events shown and right click on any of them. On the popup menu that came up, select Copy -> Copy Details as Text.

6. Paste the copied text to this thread.

Regards,

Daniel Chow

Sr. Software Development Engineer

Product Quality & Online

Microsoft Corporation

This email is provided "AS IS" with no warranties, and confers no rights.

Tuesday, April 27, 2010 8:11 PM

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Hello yes had a warning and error level application event for that...

Here's the details for the error event...

Log Name:      Application
Source:        MatSvc
Date:          25/04/2010 17:10:06
Event ID:      3
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Paul-PC
Description:
The MATS service encountered a web service failure. hr=0x80072F8F

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
    <Provider Name="MatSvc" />
    <EventID Qualifiers="49156">3</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2010-04-25T10:10:06.000000000Z" />
    <EventRecordID>103188</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Paul-PC</Computer>
    <Security />
</System>
<EventData>
    <Data>hr=0x80072F8F</Data>
    <Data>ISapCatalogService::GetFullSapCatalog</Data>
    <Data>
    </Data>
</EventData>
</Event>

And for the warning event...

Log Name:      Application
Source:        MatSvc
Date:          25/04/2010 17:09:57
Event ID:      12
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      Paul-PC
Description:
The MATS service encountered a failure when getting HTTP proxy settings. hr=0x80072F94
.Keyword:GetUrlProxyInfo

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
    <Provider Name="MatSvc" />
    <EventID Qualifiers="32772">12</EventID>
    <Level>3</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2010-04-25T10:09:57.000000000Z" />
    <EventRecordID>103187</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Paul-PC</Computer>
    <Security />
</System>
<EventData>
    <Data>hr=0x80072F94</Data>
    <Data>Keyword:GetUrlProxyInfo</Data>
</EventData>
</Event>

Wednesday, April 28, 2010 1:45 AM
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@KnooKie,

Glad that the problem was resolved. Feel free to let us know when you have other feedbacks on Microsoft Fix it Center (Beta).

Regards,

Daniel Chow

Sr. Software Development Engineer

Product Quality & Online

Microsoft Corporation

This email is provided "AS IS" with no warranties, and confers no rights.

Wednesday, April 28, 2010 4:42 AM

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Daniel -

Windows Logs doesn't even come up as a left pane option when I run eventvwr.msc

Friday, April 30, 2010 12:56 AM
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Windows Logs doesn't even come up as a left pane option when I run eventvwr.msc

It sounds to me that the copy of Microsoft Windows on your computer is not in good health. Please kindly visit the following solution center portal for further support:

http://support.microsoft.com/select/default.aspx?target=hub&c1=509&GSSProdSelMore509

Regards,

Daniel Chow

Sr. Software Development Engineer

Product Quality & Online

Microsoft Corporation

This email is provided "AS IS" with no warranties, and confers no rights.

Monday, May 3, 2010 4:54 AM

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Was a solution to the problem ever offered? I'm not sure how to get it to install.

Thanks

Monday, May 3, 2010 4:57 PM
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I think they are still investigating. I am sure they will paste back if a solution is found.

Try pasting your application event log details as mentioned above and as i have done this might help them.

Mine suddenly started working but i do not know why unless it is something to do with the applications i recently installed as mentioned in an earlier post.

Tuesday, May 4, 2010 1:20 AM
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Was a solution to the problem ever offered? I'm not sure how to get it to install.

Thanks

@Ollie Boy

Thank you for your enquiry.

For your information, multiple error conditions lead to the "Unable to download troubleshooters." error message.

To help me better understand your particular situation, please kindly provide the application event log entries with the steps I have detailed in my previous response to this thread.

Please also kindly provide more info on your computer's configurations. (e.g. OS, Service Pack Level, 32bit or 64-bit, anti-virus & anti-malware software installed, firewall / proxy related settings or software installed.

Regards

Daniel Chow
Sr. Software Development Engineer
Product Quality and Online

This email is provided "AS IS" with no warranties, and confers no rights.
- Edited by Daniel Chow - MSFTModerator Saturday, May 8, 2010 3:14 AM ask for more info
Saturday, May 8, 2010 3:11 AM

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Daniel,

As requested:

Manufacturer HP Pavilion 061
Family 103C_53316J
Product Name ER883AA-ABA m7470n
Version 0ny1114RE101AMETM00
Machine Type AT/AT COMPATIBLE
Disk Space Disk C: 153 GB Available, 270 GB Total, 153 GB Free
Disk D: 469 MB Available, 8651 MB Total, 469 MB Free
Disk K: 707 GB Available, 931 GB Total, 707 GB Free
Disk N: 69 GB Available, 465 GB Total, 69 GB Free
Physical Memory 1983 MB Total, 869 MB Free

Number of CPU(s) One Physical Processor / 2 Cores / 2 Logical Processors / 64 bits
CPU Full Name AMD Athlon(tm) 64 X2 Dual Core Processor 4200+
CPU Name AMD Athlon 64 X2 4200+
CPU Code Name Manchester
Platform Name Socket 939
Revision BH-E4

Microsoft Windows XP
Media Center Edition
Version 2002
Service Pack 3
AVG Anti Virus Free Version
Webroot Spy Sweeper
Zone Alarm Firewall

Event Type:    Error
Event Source:    MatSvc
Event Category:    None
Event ID:    3
Date:        4/26/2010
Time:        1:16:14 PM
User:        N/A
Computer:    DESKTOP
Description:
The description for Event ID ( 3 ) in Source ( MatSvc ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: hr=0x8007007A, ISapCatalogService::GetFullSapCatalog, OK.
Event Type:    Error
Event Source:    MatSvc
Event Category:    None
Event ID:    3
Date:        4/26/2010
Time:        1:16:14 PM
User:        N/A
Computer:    DESKTOP
Description:
The description for Event ID ( 3 ) in Source ( MatSvc ) cannot be found. The local computer may not have the necessary registry information or message DLL files to display messages from a remote computer. You may be able to use the /AUXSOURCE= flag to retrieve this description; see Help and Support for details. The following information is part of the event: hr=0x8007007A, ISapCatalogService::GetFullSapCatalog, OK.

Monday, May 10, 2010 5:21 PM
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@Ollie Boy

Could you please make sure you have applied all relevant Windows updates from http://update.microsoft.com/windowsupdate/ onto your computer?

After doing so, could you please see if the problem recurs consistently?

Thank you.
Regards

Daniel Chow
Sr. Software Development Engineer
Product Quality and Online

This email is provided "AS IS" with no warranties, and confers no rights.

Thursday, May 13, 2010 4:36 AM

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I am seeing the same error as the original poster. My computer is up to date- ran Update this morning.

Here's a capture of the error: [IMG]http://img.photobucket.com/albums/v395/Casey3561/Fixit.png[/IMG]

Saturday, June 12, 2010 9:27 PM
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Hello - i am the original poster.

I installed .NET 4 after i had the problem and also the latest SQL and Visual Basic Express editions (i'm a programmer) and suddenly it worked?!

May not help your situation though?

I assume as they mention you have all the latest updates for all things MS.

They seem to have gone a bit stagnant on this topic, almost as though the assigned people have been taken off project?

I keep my computer fully up to date with everything and to be honest don't seem to have a need for the fix it centre anyway. I've had no problems that needed fixing.

If you have a problem of some kind and need help post it back and maybe i can help?!

Saturday, June 12, 2010 10:57 PM
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I don't see why it isn't working. It worked on this computer a month ago before a format-reinstall, and if Windows Easy Transfer can be trusted, it should be identical- all of the listed programs are present.

Very odd.

Sunday, June 13, 2010 4:34 AM
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same problem, here's my data

Log Name:      Application
Source:        MatSvc
Date:          6/15/2010 10:35:38 AM
Event ID:      3
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      Antec-PC
Description:
The MATS service encountered a web service failure. hr=0x801901F4

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
    <Provider Name="MatSvc" />
    <EventID Qualifiers="49156">3</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2010-06-15T00:35:38.000Z" />
    <EventRecordID>12405</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Antec-PC</Computer>
    <Security />
</System>
<EventData>
    <Data>hr=0x801901F4</Data>
    <Data>ISapCatalogService::GetFullSapCatalog</Data>
    <Data>Internal Server Error</Data>
</EventData>
</Event>

Tuesday, June 15, 2010 12:59 AM
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@Spaceracer

Thanks for the info. According to the info you provided, it was a transient problem from the server end. Please check again if the problem still occurs.

To others that are following this thread: this response applies only to Spaceracer's case.

Regards

Daniel Chow
Sr. Software Development Engineer
Product Quality and Online

This email is provided "AS IS" with no warranties, and confers no rights.
- Edited by Daniel Chow - MSFTModerator Saturday, September 4, 2010 3:24 AM clarify
Saturday, September 4, 2010 3:24 AM

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Still having this problem. Don't see a coherent answer above. Has anything been decided/done?

Bill

Monday, February 7, 2011 3:20 PM
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Was a solution to the problem ever offered? I'm not sure how to get it to install.

Thanks

Nope. Almost a year later this problem persists. It'd be great if Microsoft could make something that just works. Yeh, so any solution or must the customer be tasked with Fixing Fix it? Oh the irony.

Thursday, March 31, 2011 2:27 PM
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I agree! I just went out on a limb on a previous post forum site and I was not very nice at all! I saw pages and pages of the same problem, MS asking for your computer information, and then never an answer. I believe that there is a problem with the initial program app and they cannot fix it. I say this because if there was a solution, it would have been posted by now!

I mean we are not all idiots!

Hope there is a solution soon and IF there is, could someone PLZ send it to me?? TY!!!

Monday, October 15, 2012 6:07 PM

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Win 7 - Unable to download troubleshooters. Please check internet connection?

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